Know where you stand
A customer’s experience of your company is complex and includes multiple touchpoints - from your advertising and online presence to personal contact with your employees, sales, aftersales, even billing. It’s hard to know just where you are exceeding the customer’s expectations and when you sometimes fall short.
“80% of companies believe they deliver a superior customer experience, but only 8% of their customers agree.” (Bain & Co.)
Our customer experience assessment helps you focus your efforts efficiently. Using tools like Mystery Shopping, direct observation interviews and Voice of the Customer techniques, we look at the interactions, resources and customer needs at every touchpoint and make them visible in a customer experience map.
Potentials for improvement, wasteful resource allocations and areas of friction between your “frontstage” and “backstage” processes are clearly pinpointed. At the end of the assessment process, you will know just where you stand - and will be armed with valuable insights for the further development of your customer service offering.
